Customer Support Associate
1 week ago
Customer Interaction
Respond to customer queries promptly via email, phone, live chat, or social media.
- Provide accurate, valid, and complete information using the right tools and resources.
Guide customers through basic troubleshooting steps or product setup.
Issue Resolution
Identify customer needs and help resolve product or service-related issues.
- Escalate complex problems to higher-level support or other departments when necessary.
Follow up with customers to ensure resolution and satisfaction.
Product & Policy Knowledge
Maintain an up-to-date understanding of company products, services, and policies.
Provide input on common customer issues to help improve product or process documentation.
Customer Relationship Management (CRM)
Log all customer interactions and updates in the CRM system accurately.
Maintain organized records for tracking ongoing issues or tickets.
Quality & Feedback
Meet or exceed customer service performance metrics (e.g., first response time, CSAT, resolution rate).
Collect customer feedback and suggest process improvements to enhance customer experience.
Team Collaboration
Work closely with other support agents, product teams, and sales to resolve cross-functional issues.
- Participate in training sessions, team meetings, and knowledge-sharing activities.
Role & responsibilities
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